- Amazon Connect Architect (AWS)

Experience: 10+ years

Location: Mumbai / Pune / Bangalore / Chennai / Hyderabad / Kolkata (hybrid)

Notice Period: Immediate to 15 days only (30 days and above will not be considered)

Interview: Internal round + client round

JD

We are looking for a senior Amazon Connect Architect to define and own the target-state architecture of an enterprise contact centre across voice, chat and future digital channels. The candidate will design Amazon Connect instances end to end, architect AI agent patterns using Amazon Q in Connect and Amazon Bedrock, and own the integration, security and non-functional design. This is a hands-on architect role: the person will guide technical leads, developers and QA, and present architecture decisions to business, security and engineering stakeholders.

Mandatory Skills

- Deep hands-on Amazon Connect architecture: telephony, contact flows, queues, routing profiles, CCP, Customer Profiles, Cases and Contact Lens
- Conversational AI design with Amazon Q in Connect, Amazon Bedrock, Lex V2, knowledge bases and guardrails (prompts, knowledge retrieval, tool registry, escalation and human handoff)
- AWS integration and security architecture: Lambda, API Gateway, VPC networking, IAM (least privilege), KMS, S3, DynamoDB, CloudWatch, CloudTrail, Secrets Manager
- Salesforce integration with Amazon Connect; REST APIs / web services, OAuth 2.0 and third-party system integration
- Multi-region enterprise platforms: data residency, privacy, SSO (Azure AD / SAML federation), PII/PCI redaction,



disaster recovery
- IaC, CI/CD, environment isolation and controlled production rollout; Git, code reviews, LLD and technical design documents
- Robust communication with business, security and engineering stakeholders

Good to Have

- AWS Certified Solutions Architect – Professional
- Migration from Salesforce Service Cloud / Cognigy or similar platforms to Amazon Connect
- AWS Well-Architected reviews; cloud-native performance monitoring (CloudWatch, Azure Monitor)
- Retail / e-commerce customer service domain (order status, returns, exchanges, cancellations)
- Analytics tools: Athena, QuickSight, Power BI or Tableau

Key Responsibilities

- Define current-state, transition and target-state contact centre architecture
- Design Amazon Connect instances, contact flows, routing, Customer Profiles, Cases, Contact Lens and analytics data lake
- Architect Amazon Q in Connect / Bedrock-based AI agents with guardrails and human handoff
- Define multi-region hub architecture, geo-affinity, localisation, resiliency, capacity and DR
- Design Lambda and API integration patterns for order lookup, OMS, membership, identity and Salesforce transition
- Own the security architecture and non-functional design (availability, latency, observability, scalability, cost, compliance)
- Produce solution architecture documents, data-flow diagrams, interface contracts and architecture decision records
- Guide technical leads, developers and QA; review designs and remove cross-system technical risks

📌 Amazon Connect Architect (India)
🏢 Sure Services
📍 India